Juan Camilo

I was the Learning Specialist (Trainer for New Hires) and Team Lead for OLO where I managed client relations, set up meetings with visiting clients, arranged events and meals for clients, provided constant support to the production floor, created training material with the purpose of addressing areas of opportunity for support agents, helped the agents by also taking cases in which I would always maintain a 100% Customer Satisfaction (CSAT) rating. I was also a top performer among the other trainers/learning specialists within our company, exceeding expectations consistently.

I was the Learning Specialist (Trainer) for OLO within SITEL, where I trained new hires for support agent and Team Lead positions. I also took care of the interview process along with the actual hiring process. I created complete training programs with documentation, guides, quizzes etc. I then also became a Team Lead while also completing my roles necessities in my Learning Specialist/Trainer position.

I also took care of client relations personally, as I would set up meetings, meals, events, bookings etc. for our visiting clients, ensuring a healthy, clean and respectable work environment at all times.

I trained over 5 waves of support agents including 2 Team Leads as well. I was able to effectively raise the campaigns overall CSAT (Customer Satisfaction Rating) to a constant 96%, raising the score from its previous 82%. This was a noted raise that became evident once my first wave of agents reached the production floor and thereafter we maintained this as our minimum accepted CSAT for the floor, which was also achieved.

I also excelled among my piers of other Learning Specialists within SITEL, where I was given several awards for my good work within my campaign (OLO).